TASKE Technology's Call Center Blog

Keeping tabs on the activity and performance of your call center, whether through real-time monitoring or historical reporting, means you can respond in a timely manner to changing conditions and identify issues that need correction early. There’s one caveat to keep in mind. All your diligence provides little value if the data you’re using is inaccurate.

You might assume that your data is accurate because it’s being collected by the telephone system. However, there are many types of flaws that lead to inaccurate data, including missing, redundant, or duplicated data. Regardless of the reason for inaccurate data, it will lead to poor decision-making.

Let’s look at three common reasons for inaccurate data related to call center activities.

Active resources are not being monitored.

This is probably the worst case scenario because you can’t retroactively retrieve data that was never collected. Let’s say that your IT group created a queue group at the request of Customer Support. This queue group is dedicated to answering calls related to a specific marketing campaign. If this resource isn’t identified for data collection purposes, no data will be collected. Without statistics such as call volume trends or agent call handle time, Customer Support will have lost valuable insights to determine whether the campaign was effective.

Non-active resources are being monitored.

Resources may become redundant for many reasons. For example, when employees leave the business, it’s good practice to deactivate their telephone resources, such as extensions that you don’t plan to reassign. Otherwise, the extension continues to be monitored, skewing overall data. No activity occurs at the extension and there is no expectation of activity.

Only partial call data is collected for a subset of calls.

In our world with a wealth of features for putting calls on hold, forwarding calls, sending calls to other queues, and activating voicemail, it’s rare that the lifecycle of any call occurs within one resource. A call may be received by an IVR, sent to a queue, transferred to another queue, answered by an agent, placed on hold, forwarded to a more senior agent, and then disconnected. When reporting on calls or analyzing a specific call as part of an investigation, it’s important that all events that occurred during the call lifecycle are available to you. However, if no data is being collected for one or more devices related to the call over its entire duration, you’re not going to get the full story.

Understanding the problems that inaccurate data can cause, let’s look at a solution. Most telephone systems provide a way to access their data and relay it to the monitoring or reporting software. First, it’s a good idea if the data relay is up-to-the second, particularly when monitoring resources. You want to know what’s happening in real-time, not what happened fifteen or more minutes ago.

Also, if not already available, consider a solution that automates synchronization of your monitoring and reporting software’s resource database with the telephone system. TASKE, for example, provides a wizard that communicates directly with Avaya telephone systems to identify new, removed, or modified resources, letting you choose how you want to handle each change. The wizard can be scheduled to run at predetermined frequencies or you can run it manually any time you want to confirm devices.

Your time is valuable, and efforts to monitor and report on the activity and performance of your call center should provide maximum value. Important decisions are made based on this information and it’s critical that the information you’re using is accurate.

Tags: agent activity, agent productivity, best practices, call analysis, call flow, call lifecycle, call metrics, call tracking, call volume, database synchronization, metrics, monitor, real-time data, real-time monitoring, synchronization.

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